ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 183

Customer Service Gamification Customer Support Customer centricity 183

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Listen to your customers!

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

NOVEMBER 23, 2021

Contact Center Trends: Industry Predictions for 2022. According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training. Balancing education and engagement is essential if you want your training to sink in.

Call Center 148

Call Center Abandon rate Gamification Education 148

Noble Systems

DECEMBER 4, 2019

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. Gamification Also Rewards Customers for Their Feedback.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JUNE 7, 2019

One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management. Read more of Paul’s thoughts on SNUG 2019 here.

Gamification 75

Gamification Contact Center Coaching Education 75

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

Noble Systems

FEBRUARY 10, 2021

Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Infographic: Top 5 Customer Behavior Trends For Contact Centers. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Amplifai Coaching Category

OCTOBER 18, 2024

What is Gamification? Learn the definition, elements, applications, benefits, limitations, and future trends.

Gamification 40

Gamification 40

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

TechSee

JUNE 25, 2019

Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Coaching Enterprise 72

Noble Systems

MARCH 30, 2020

Analyze issues and trends. By monitoring and analyzing every interaction, companies can also uncover agent deficiencies so that they can develop new content for training and coaching. Better train and coach agents. Gamification applies game elements and principles in non-game settings such as work environments.

Management 90

Management Gamification Contact Center Coaching 90

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. The post Contact Center Key Technology Trends for 2025: AI Leads the Charge appeared first on DMG Consulting.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. Gamification. WFO TERMS TO KNOW. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. Plus, it can help agents develop necessary skills by automatically generating coaching sessions triggered by your performance thresholds.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

CSM Magazine

DECEMBER 5, 2017

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Customer Service 80

Customer Service Gamification Self service CRM 80

Fonolo

DECEMBER 6, 2022

But if a trend towards employee attrition is growing in other industries, you can bet it will only worsen in the call center. Set up coaching, mentoring, and buddy systems. . Use incentives and gamification . Of course, a call center leader might not be surprised by that — it’s nothing new in our line of work. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Aspect

OCTOBER 19, 2017

We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Fonolo

JUNE 17, 2015

Use incentives and gamification. Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching. Use incentives and gamification. Use video conferencing. Incorporate storytelling. One-on-One.

Call Center 96

Call Center Gamification Coaching Contact Center 96

NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Coaching Scripts SaaS 52

Outsource Consultants

MARCH 4, 2025

Data analytics for call center performance improvement typically include real-time monitoring, call recording and analysis, regular performance coaching, and customer satisfaction tracking. This approach allows supervisors to provide immediate feedback and coaching, leading to continuous improvement in agent performance.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. It’s a field that – without a doubt – has been exclusively enabled by technology.

Call Center 48

Call Center Technology Gamification Coaching 48

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Personalized Agent Training The adoption of digital gamification is a major component of this change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Budgets are Trending.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Noble Systems

DECEMBER 4, 2019

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. Gamification Also Rewards Customers for Their Feedback.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Outsource Consultants

JANUARY 9, 2025

Regular updates to training materials reflect new products, services, and customer trends. Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice. Implement a system for personalized coaching based on individual agent performance metrics.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Calabrio

MARCH 4, 2025

This gives decision-makers the ability to identify overarching trends as well as pinpoint more minute opportunities for improvement. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. These tools enable real-time feedback and coaching, ensuring that agents adhere to quality standards and continuously improve their interaction skills.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. Friendly competition engages agents and motivates them to continually improve. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

COPC

JANUARY 15, 2024

COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. Lack of Manager Support   Coaching is an integral part of an effective onboarding process.  Microlearning and spaced repletion can do the trick when it comes to knowledge retention.

Best practices 78

Best practices Employee engagement Coaching Feedback 78